SpaceHills Casino - Das Spielerkonto wurde geschlossen und die Gelder eingezogen.

Hello, I made a €200 deposit at the casino and used the welcome bonus.

I did not violate any bonus conditions, I only played 3-4 different games and always stuck to the max bet.

When I wanted to withdraw €900, since everything was wagered, I had to verify my identity.

That wasn't a problem either. I uploaded my documents and completed the KYC check live.

Then it took 3 days. I still had €600 left and waited patiently.

Suddenly my account was blocked and the money was gone.

The casino simply stole my money.

They told me I had violated the terms and conditions, but not even which ones.

I have read through the entire terms and conditions and I am 100% sure I have done nothing wrong.

Now the casino is no longer responding to my emails.

Please help me!

Hallo, ich habe bei dem Casino eine 200€ Einzahlung gemacht und den Willkommensbonus genutzt.

ich habe gegen keinen Bonus Bedingung verstoßen, habe nur 3-4 verschiedene Spiele gespielt und mich immer an den Max bet gehalten.

als ich 900€ auszahlen wollte, da alles gewagered war, musste ich mich verifizieren.

das war auch kein Problem. Habe Nachweise hochgeladen und live kyc gemacht.

Danach hat es 3 Tage gedauert. Ich hatte noch 600€ übrig und habe geduldig gewartet.

Plötzlich war mein Konto gesperrt und das Geld weg.

Das Casino hat einfach mein Geld gestohlen.

Man sagte mich ich habe gegen AGB verstoßen, aber nichtmal gegen welche.

Ich habe mir die kompletten AGB durchgelesen und ich habe zu 100% nichts falsch gemacht.

Jetzt antwortet das Casino auf meine Emails nichtmehr.

Bitte helft mir!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you created an account at any other casinos belonging to the same network as SpaceHills Casino?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Which documents did you submit to the casino for the verification of your account?
• Were your verification documents reviewed and approved by the casino before your account was blocked, or did you not receive any outcome of the verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Have you created an account at any other casinos that belong to the same network as SpaceHills Casino?

I can't say for sure. If so, there were never any problems.

Is it possible that someone from your household, or someone using the same IP address, has also created an account at this casino?

No, that's impossible.

What documents did you submit to the casino to verify your account?

Live verification with ID and proof of address

Were your verification documents reviewed and approved by the casino before your account was blocked, or did you not receive a result from the verification process?

I uploaded the documents. Three days later, the status was still 'pending'.

A few hours later, the account was suddenly closed.

I still haven't received an explanation.

Haben Sie bei anderen Casinos, die zum selben Netzwerk wie SpaceHills Casino gehören, ein Konto erstellt?

kann ich nicht genau sagen. Wenn ja, gab es da nie Probleme.

Besteht die Möglichkeit, dass jemand aus Ihrem Haushalt oder jemand, der dieselbe IP-Adresse verwendet, ebenfalls ein Konto in diesem Casino erstellt hat?

Nein das ist ausgeschlossen.

Welche Dokumente haben Sie dem Casino zur Verifizierung Ihres Kontos vorgelegt?

Live Verification mit ID und Adressnachweis

Wurden Ihre Verifizierungsdokumente vom Casino geprüft und genehmigt, bevor Ihr Konto gesperrt wurde, oder haben Sie kein Ergebnis des Verifizierungsprozesses erhalten?

ich habe die Dokumente hochgeladen. 3 Tage später war der Status noch auf ‚ausstehend‘.

ein paar Stunden später war plötzlich der Account zu.

Eine Erklärung habe ich noch immer nicht

Dear Kalenderboy88

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Kalenderboy88,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpaceHills Casino representative to join this conversation.

Dear SpaceHills Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kalenderboy88,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova